ServiceNow Business Analyst

Job Overview
We are seeking a dynamic and detail-oriented ServiceNow Business Analyst to join our innovative IT team. In this role, you will serve as a vital bridge between business needs and technical solutions, leveraging your expertise in ServiceNow platform management, solution architecture, and systems analysis. Your energetic approach will drive the successful implementation and optimization of ServiceNow workflows, ensuring seamless integration with existing IT infrastructure and enterprise systems. This position offers an exciting opportunity to influence digital transformation initiatives and enhance operational efficiency across the organization.

Key Responsibilities

• Gather, document, and validate business and technical requirements from stakeholders
• Conduct stakeholder interviews, workshops, and discovery sessions
• Translate business needs into functional specifications, user stories, and process flows
• Analyze existing business processes and recommend improvements using ServiceNow capabilities
• Develop current-state and future-state workflow documentation
• Support implementation and enhancement of ServiceNow modules including but not limited to Public Sector Digital Services (PSDS), IT Operations Management (ITOM), Configuration Management DataBase (CMDB), Workspace Service Delivery (WSD), Integrated Risk Management (IRM) and Asset Management
• Serve as primary liaison between business users and technical development teams
• Participate in Agile/Scrum meetings including sprint planning and backlog refinement
• Create User stories and acceptance criteria
• Identify opportunities for automation and operational efficiency
• Recommend ServiceNow best practices and governance standards
• Develop and execute User Acceptance Testing (UAT) plans
• Document defects and coordinate issue resolution
• Ensure successful implementation and user adoption

Qualifications

• 3–5 years of Business Analyst experience in IT environments
• 2+ years of hands-on experience working with the ServiceNow platform
• Strong understanding of ITIL processes and IT service management principles
• Experience gathering and documenting business requirements
• Experience working in Agile/Scrum environments
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• ServiceNow certifications (CSA, CIS-ITSM, CAD, or similar) preferred
• Business Analyst certifications (IIBA, PMI-PBA, ECBA, or similar) preferred
• ITIL Foundation Certification preferred

Deliverables

The ServiceNow Business Analyst will be expected to produce and maintain the following deliverables:

• User stories and acceptance criteria
• Current-state and future-state process maps
• ServiceNow enhancement recommendations
• Workflow design specifications
• Sprint backlog items and prioritization documentation
• UAT plans, scripts, and test results
• Defect logs and issue tracking reports